Io rolls out forensic call search

Io Speech Analytics, a contact centre consultancy, has released iocallfinder, a forensic call search service for contact centres, reports Call Centre Clinic.

Using phonetics speech technology, iocallfinder automatically recognises and indexes recorded conversations, allowing call categorisation and forensic searching based on their content - the actual words, names and phrases spoken.

The locating and replaying of recorded conversations is an increasingly important part of a contact centre's operation.

HP in India has stopped recruiting candidates with more than 18 months of work experience for its call centres, according to ITexaminer.

Recently, a candidate with 24 months' international BPO experience was refused a job by an HP call centre.

The HP call centre is rejecting experienced candidates, as most of its processes are non-revenue-generating. However, sources close to HP say the company is still hiring people with experience for revenue-generating processes where the outsourcing client model comes into play.

CRM outsourcing firm ICT Group will no longer provide market research services, and will close all or part of six contact centres in the US and Canada, and off-shoring much of the work from centres in Europe and Australia, reports mrweb.

The firm will focus on building its customer care, technology and BPO services, while limiting its telesales activities.

The announcement follows news of the closure of its Erie, Pennsylvania call centre, which resulted in 100 interviewers and managers being made redundant without notice.